... satisfaction and customer behavior. Design/methodology/approach This study focuses on the theory of perceived justice and determines how mobile ISPs in South Africa can effectively manage service recovery activities. A reputable marketing research business was used to collect data by means of an online...

...Nils Hogevold; Göran Svensson; Rocio Rodriguez; Jyh-Liang Guan; Ke-Lin Chen Purpose This study aims to examine the sequential dynamics between budget performance, sales performance and satisfaction of B2B service providers in sales roles. Design/methodology/approach Research target is B2B...

... data on customer satisfaction and loyalty together with a range of other variables that plausibly influence the extent to which buyers are satisfied but not highly loyal. The context of the study is casual dining in Kuwait. Findings Satisfaction is associated with higher levels of customer loyalty...

..., with satisfaction as a mediator. Design/methodology/approach A total of 254 responses were collected from an e-retail platform, and a partial least squares-structural equation modeling approach was used to test the hypothesized relationships between failure stability, recovery justice, e-service quality...

..., and others are not. The factors examined are: distribution intensity, familiarity, popularity, customer satisfaction levels, category experience, variety-seeking, service design fit, satisfaction advantages (consumers having higher satisfaction for one brand versus others) and loyalty advantages (consumers...

... customers out of troubling situations and communicate in the customer’s language of choice without any age, gender or ethnicity biases (Wirtz, 2020), positively affecting customers’ satisfaction with the service interaction. Social skills are also essential for successful customer service interactions...

... This study aims to verify the dimensions of perceived quality of services which influence the satisfaction of accounting firm clients and verifies whether customer satisfaction influences loyalty and word-of-mouth recommendations. A model is proposed and tested using a survey of 292 accounting firm...

..., this paper aims to attempt to model the linkages between after-sales service, service quality, customer satisfaction, customer loyalty and word of mouth (WOM). A structured questionnaire was used to collect data from 280 two-wheeler owners, who had a recent experience of after sales service...

...Bencherif Houria; Boubakour Farès The results of this work show that satisfaction levels were average for transport supply, accessibility, duration, attention paid to customer, comfort and safety; however, they were low concerning information and environmental impact. The present work has made...

...Ιoannis Tzavlopoulos; Katerina Gotzamani; Andreas Andronikidis; Chris Vassiliadis The quality assessment of e-commerce services is of particular research interest, as it has been widely found that quality is directly linked to customer satisfaction and loyalty, which in turn leads to improved...

... This study reveals a significant effect of experience quality on both satisfaction and attraction loyalty. Moreover, the effect of motivations on satisfaction and loyalty is partially supported, as only the pull motivation factor has a significant effect on satisfaction. Finally, this study reveals...

... satisfaction and behavioral intention, especially in the hospital outpatient services context in Greece. Satisfaction Efficiency Service quality Patient satisfaction Behavioural intentions Services management Formative measurement Nursing care Hospital outpatient services Medical care Facilities...

...Angelos Pantouvakis; Christos Patsiouras Purpose – The purpose of this paper is to explore the influence of the leadership style on the service quality–customer satisfaction link. Design/methodology/approach – A special survey instrument was developed and tested with the use of exploratory...